end user customer journey - optus · optus loop – end user customer journey qrg 4 any changes to...

End User Customer Journey

https://optus.com.au/loopsupport

You have now received you new Optus Loop telephony system…..what next?

This Quick Reference Guide will show you what to expect and what you should do next.

Once Optus has done the initial configuration of your Optus Loop system, there will be an Administrator in your company that will complete your new Optus Loop system setup

Once your company Administrator finishes setting up your service, you will receive emails containing Links, User ID and Password information so you can access your My Phone portal to set up features to assist you in handling calls.

The sort of “Station type” or license you are assigned determines the number of emails you will receive from Optus Loop, so you can expect to receive between 2 and 4 emails.

Users who have an Optus Loop Premium Station type (license) assigned will have the Optus Loop Voice UC soft phone applications and will receive 4 initial emails.

Each of these emails will advise you of your different Usernames and passwords and links to different soft phones and portals you will need to access.

Optus Loop OverviewOptus Loop is a cloud based Unified Communications suite of products. It has collaboration tools, allows you to Talk, Chat, have video calls and share files over your desktop.

You can use Optus Loop on any device from a Yealink desk phone to your desktop, mobile device or tablet.

Once your company has purchased the Optus Loop product it needs to be setup specifically for your company and you.


What’s involved in setting up your Optus Loop User Settings

Optus Loop – End User Customer Journey QRG 1

Your My Phone Login Credentials

Your My Phone Password Credentials

PC Client Information

Mobile Client Information

Your My Phone Voice Portal passcode has been

reset Your Account has been updated

initial account creation

initial password

initial user id & download information

initial user id & download information

change request

change request

Tip – look in your junk or spam folder if you don’t receive any emails in your Inbox

Here’s an example of your initial Account Creation email.

This provides you with your Phone Number, your extension number, your My Phone Portal Login ID, your Voice Portal access number and your initial Voice Portal passcode. It also contains the link to the My Phone Portal.

Tip – Keep this email

Optus Loop – End User Email Types



Your My Phone Login Credentials email

Now you have both the login credentials in the 1st

email and your new default password in the 2nd

email you can now access your My Phone Portal and update your password when requested.

Tip – the password rules are listed in this email. Tip – keep these emails

If your account is configured to use Optus Loop UC clients for Desktop, Mobile or Tablet, you will receive an email containing your Optus Loop UC User Login name, and the password for this will be the same password that you use for the My Phone Portal.

Here’s an example of your initial Password Credentials email



Your PC Mobile or Tablet Client Information Email

Tip – keep this email also

Desktop Client Mobile Client

Here’s an example of your PC Mobile or Tablet Client Information email



Any changes to your service made by you or your administrator will generate a confirmation email which will include a table with an X to indicate the change request type.

Account Change Request Email - example

If you reset your voice portal passcode in My Phone an email will be generated to confirm the change and provide you with a new default Voice Portal Passcode.

Here’s an example of your PC Mobile or Tablet Client Information email Cont.



Your My Phone Voice Portal Passcode Reset Email - example

You are now ready to access your My Phone Portal where you can set up and customise your personal phone service settings.

Remember your User Id and Password were sent to you on your Initial 2 x emails.

My Phone Portal Overview




When you click on the My Phone link in the email you will be prompted to enter your User ID and password. Remember - this is in your initial Account Creation email and initial Password Credentials email. Your User ID is setup by your Administrator so if you aren’t sure, check with your Administrator.

Your initial password is a temporary or default password, and you’ll be prompted to change your password. Choose a password that is suitable to you and that is easy for you to remember. Remember - the password rules are also listed in your initial Password Credentials email.

You can set up a lot of features in the My Phone portal. There are guides on the Support page to step you through setting up these features.

1. Once logged into My Phone

2. Go to My Features

3. Select Desktop Softphone

4. Follow the prompts on the screen to download the Desktop Softphone, then

5. Select UC-Tablet

6. Follow the prompts on the screen to download the UC-Tablet Softphone

Note: follow the guides on the support page for step by step instructions on how to download the different soft phones.



If you have the Optus Loop Premium license, after you have logged into the My Phone portal you will need to download the desktop UC softphone and your mobile and tablet UC softphone

What you need to do in the Optus Loop My Phone portal to start using the softphones


The Optus Loop Voice UC App is now installed. To Log in for the first time:

1. Enter your Username(Your User Name is: [email protected])

2. Enter your Password (This is the same password you use to access My Phone portal)

3. Click Sign In

For more detailed instructions on customising features view “how to videos” or Quick Reference guides on the Optus Support website.

Optus Loop Support


What you need to do in the Optus Loop My Phone portal to start using the softphones Cont.


mailto:[email protected]

https://yescrowd.optus.com.au/t5/custom/page/page-id/optus-loop-support

end user customer journey - optus · optus loop – end user customer journey qrg 4 any changes to...

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